Barely a day goes by without one company or another being lambasted in the media for deceptive marketing, unfair pricing or shoddy customer service.
Central to much of this is the perception of many customers of being treated unfairly: Whether being offered a worse deal as a loyal customer than a non-customer (take your pick of companies), being offered a worse price through a google served link than if you went to the website directly (European airline) or being treated poorly when a flight gets cancelled (Alaska Airlines and JetBlue).
Clearly, treating customers fairly is becoming more important than perhaps it has been in the past. In the past, unfair treatment would just result in complaints to a dozen close friends & family. Companies could get away with treating customers unfairly and did. Today, with social media like blogs or YouTube, the same complaint can quickly reach millions. It can also result in companies losing serious money through bad press and in C-level executives getting humbled.
What do you think? Is customer fairness growing in importance or it is just media noise?
Post a comment and let’s get CRMGuru2.0 buzzing.
Independent CRM Consultant
Interim CRM Manager